This Service Charter has been developed to be the cornerstone of the nature of interaction between the Export Promotion Council and its clients and other stakeholders. It is a symbol of the Council’s commitment to uphold its mandate, core values, mission, vision and strategic goals in the process of service delivery to clients and stakeholders.
Background
The Export Promotion Council was established in 1992 under the Companies Act (Chapter 486) to promote Kenya’s exports. EPC’s mandate is the promotion of exports by assisting exporters and producers of export goods to overcome bottlenecks in order to achieve higher levels of export performance and foreign exchange earnings thereby enhancing economic growth. Since then, the activities of the EPC have been geared towards achieving this overall objective.
Vision Statement
To be the national focal point for the development and promotion of Kenya’s exports
Mission Statement
To develop and promote Kenya’s exports of goods and services and harmonise export related activities.
Core values
• Customer Focus
• Highly motivated, trained and committed staff
• Efficient and quality service delivery
• Professionalism and Teamwork
• Transparency and Accountability
Strategic Goals
- To facilitate consolidation, expansion and diversification of Kenya’s export markets for goods and services
- To expand the country’s export basket through identification of new exportable products and provide support for market entry
- To mainstream MSMEs including disadvantaged segments of the society in the export process.
- To enhance Kenya’s export competitiveness through product development, adaptation and value addition
- To enhance exporting skills and create awareness
- To enhance cooperation with other trade support institutions and the private sector
Quality Policy Statement
The Export Promotion Council is committed to develop and promote Kenya’s exports of goods and services and harmonise export related activities by ensuring that its services meet and exceed the expectations of its stakeholders by seeking to understand their needs and requirements, which are communicated to all Council employees for continuous improvement of its services.
Our Services
• Trade policy facilitation
• Export market development
• Product development and adaptation
• Trade information delivery
• Development of exporting skills
Commitments to Stakeholders
The Council acknowledges that its stakeholders are the reason for its existence. In this regard therefore, EPC commits to work towards the highest standards of service delivery in line with its core values.
In particular, EPC stakeholders shall have the right to:
• Courteous and respectful treatment
• Equitable service
• Access to all Council staff
• Confidentiality of any information provided to Council
• Prompt response to their enquiries
• Timely, complete, accurate and sufficient information
• Feedback on their proposals
• Proper handling of their assets and other resources
• Timely payments for services rendered
• Redress if they are not satisfied with the quality of service
Standards of Service
To ensure that EPC meets the above commitments, the Council pledges to abide by the following standards:
• Answer telephone calls within 3 rings
• Attend scheduled meetings punctually
• Attend to clients and visitors within 10 minutes
• Respond to enquiries within 3 working days
• Prepare accurate Statutory, Board and Management reports and submit these within stipulated timeframes
• Complete assignments within set deadlines and to acceptable performance levels
• Regularly update information sources including website subscriptions
• Pay for goods and services supplied to the Council within agreed credit periods
• Promptly communicate changes and developments related to its services
• Keep accurate and updated records of exporters through the exporters directory
Clients Obligations
The Council expects its clients to:
• Treat staff with respect and courtesy
• Provide sufficient and accurate information to enable us respond to requests promptly
• Never attempt to compromise the Council’s staff
• Provide feedback and comments on the service provided
Complaints, feedback and suggestions Process
The Council welcomes clients to give feedback regarding the services received and any complaints where clients are not satisfied with the service rendered. Stakeholders may submit their complaints through writing via letter, fax, email, or over telephone.
In addressing complaints, the Council commits to the following:
- To handle complaints professionally and in confidence
- To acknowledge receipt of complaints within three (3) working days
- To resolve complaints and duly inform the complainant of the outcome within 30 days of receipt. Where the issue requires a longer period to resolve, Council commits to give feedback on the reasons for the delay and the extension required
- To facilitate monthly requests of client evaluation of services through customer satisfaction questionnaires and annual surveys
If you cannot access our services physically, staff can also deal with your enquiry through contacts listed under Contact Us on this website.
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